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Chapter 5 ■ Service Design c. Processes are developed by suppliers in alignment with the customers. d. Processes have to be tested with other Ps that are listed in the service design phase. 3. What is a service design package? a. Package delivered to the service design phase from the service strategy phase. b. Design documents of an IT service and its requirements through each stage of its lifecycle. c. Policies consisting of design functionalities. d. Designs supplied by the supplier organization for deployment and improvement. 4. SLAM stands for: a. Service-level access management b. Service-level agreement manager c. Service-level agreement management d. Service-level agreement monitoring 5. Which process is responsible for recording the current details, statuses, interfaces, and dependencies of all services? a. Service-level management b. Service catalog management c. Supplier management d. IT service continuity management 6. Which of the following are a constituent of a service design package? i) Business goals ii) Service contracts iii) Knowledge management database iv) Service transition plan v) Operational acceptance plan a. i, ii, iii, and v b. i, ii, iv, and v c. i, ii, iii, iv, and v d. i, ii, and v 111
Chapter 5 ■ Service Design 7. If the contract says that the agreed service time is Monday- Friday 9 A.M.-9 P.M., and in a particular month, if there are 22 days, what is the total time of service for the month? a. 220 hours b. 22 days c. 264 hours d. 198 hours 8. Which process includes <strong>com</strong>ponent, service, and business subprocesses? a. Availability management b. Supplier management c. Service-level management d. Capacity management 9. Which of the following types of suppliers DO NOT exist? a. Strategic suppliers b. External suppliers c. Operational suppliers d. Tactical suppliers 10. Which of the following are the key terms in information security management? i) Confidentiality ii) Authenticity iii) Integrity iv) Availability a. i, ii, iii, and iv b. i, ii, and iii c. i, iii, and iv d. i, ii, and iv 112
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Become ITIL Foundation Certified in
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Become ITIL Foundation Certified in
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Contents at a Glance About the Auth
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■ Contents 1.8 Internal and Exter
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■ Contents ■Chapter ■ 4: Serv
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■ Contents 6.4 Service Transition
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■ Contents ■Chapter ■ 9: ITIL
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About the Technical Reviewer Sumit
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Preface When my first book, Communi
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CHAPTER 1 Service Management as a P
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Chapter 1 ■ Service Management as
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1.9.1.2 Process Deliver Specific Re
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Chapter 2 ■ Generic Concepts Chap
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Chapter 2 ■ Generic Concepts Tabl
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Chapter 2 ■ Generic Concepts 2.1.
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Chapter 2 ■ Generic Concepts 2.2.
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Chapter 2 ■ Generic Concepts ENAB
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Chapter 2 ■ Generic Concepts Figu
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CHAPTER 3 ITIL Service Lifecycle Th
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Chapter 3 ■ ITIL Service Lifecycl
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3.2 ITIL Roles Chapter 3 ■ ITIL S
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3.2.6 Generic Role: Process Practit
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CHAPTER 4 Service Strategy A strate
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4.1.4 Patterns Chapter 4 ■ Servic
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Chapter 4 ■ Service Strategy Serv
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Chapter 4 ■ Service Strategy Figu
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4.6.1.2 Risk Analysis Chapter 4 ■
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Chapter 4 ■ Service Strategy know
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4.8.1.1.3 Retired Services Chapter
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Chapter 7 ■ Service Operations 7.
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Chapter 7 ■ Service Operations Ap
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Chapter 8 ■ Continual Service Imp
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Chapter 9 ■ ITIL Foundation Exam
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Index A Access management and info
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■ INDEX definition, 108 objective
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■ INDEX J JAVA team, 190 K Key
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■ INDEX Service catalog managemen
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■ INDEX OR gate, 19 parts, 20 per
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